WELCOME TO SITA

Were the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

Youll find us at 95 of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

The Service Support Architect is responsible for defining and maintaining support models, ensuring they align with operational needs and business objectives. They ensure that standard support models are applied during the bidding process and, in exceptional cases, define non-standard models. This role includes capturing and communicating operational requirements, ensuring services are ready for support, and facilitating the alignment of these services with business needs.

Additionally, the architect maintains and updates the service catalog, develops event catalogs to trigger actions, and creates workflows to address alerts. They also ensure that the PSO’s system architecture meets defined standards and contributes to the business teams goals.

WHAT YOU’LL DO

• Gather and document non-functional requirements from stakeholders for service operations to ensure SGS has the right functionality to support services.
• Engage early and act as a primary contact with the product DevOps team to ensure non-functional requirements are understood and included in the roadmap.
• Create detailed documentation to ensure clarity in communication across functions and align operational processes with business goals and objectives.
• Maintain the service catalogue, ensuring it is comprehensive, up-to-date, and user-friendly, and monitor catalogue usage for continuous improvement.
• Drive service catalogue adoption by training users on available services and conducting regular reviews to retire obsolete services and introduce new offerings.
• Define and maintain an event catalogue, specifying active events, thresholds, and relevant remediation, and optimize it for efficiency
• Develop event response protocols, provide training to teams, and ensure quick and efficient handling of incidents.
• Collaborate with stakeholders to define events, ensure coverage across the PSO, and drive improvements based on post-event reviews and feedback.

ABOUT YOUR SKILLS

• Bachelor’s degree in computer science, Information Technology, Engineering, or related field.
• 5+ years of experience in service management, with a focus on support model design, service catalog management, or operational architecture.
• Experience in gathering and documenting service requirements, working with stakeholders across different teams (e.g., product, operations, sales).
• Demonstrated experience in managing service catalogs, creating service models, and ensuring their alignment with business goals.
• Prior experience working with cross-functional teams (e.g., pre-sales, delivery, DevOps, operations) to define and implement service and operational processes.
• Proven track record in managing system integrations, data migrations, and ensuring operational readiness across complex systems.
• Previous experience working with non-functional requirements and developing service specifications for large-scale service delivery.
• Familiarity with managing event catalogs and incident management processes, with an understanding of operational efficiency and automation.
• Strong background in analyzing and improving service and operational processes for efficiency and performance improvement.
• Experience in providing bid support, and strong knowledge and experience in service design
• Certifications: Certifications in project management (e.g., SCRUM Master or PMP/ACP) or specific service delivery certifications (e.g., Service Design, Service Transition).

NICE-TO-HAVE

• Master’s degree or professional certifications in Service Management, ITIL, or related fields.

WHAT WE OFFER

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex Location: Take up to 30 days a year to work from any location in the world.

🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.

🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local spanet and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.